Customer Support Analyst – Educational System
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Job Description
Analista de Atendimento gerindo suporte B2B para software educacional. Acompanhando tickets, SLAs, indicadores e melhorias entre clientes e equipes internas.
Responsibilities:
- Ensure clear, continuous, and transparent communication with customers regarding ticket progress.
- Keep customers informed about the status, category, classification, SLA, and next steps for each request.
- Assess the contractual scope of requests, identifying contractual coverage, hour consumption, or the need to involve the commercial team.
- Notify customers in advance about the classification and handling of each request.
- Act as a liaison between customers and internal teams (Support, Product, Services, DevSecOps, and Sales/Commercial).
- Ensure tickets are forwarded with complete context to the responsible teams.
- Track the progress of requests until their resolution.
- Monitor metrics such as SLA, CSAT, response time, and customer-portfolio performance.
- Identify operational risks and propose data-driven process improvements.
- Support team development through knowledge sharing.
- Contribute to the evolution of the knowledge base.
- Recommend improvements to automated triage and the customer service chatbot.
- Support the creation and standardization of Support Center processes.
Requirements:
- Bachelor's degree in Business Administration, Education, IT, Communications, or a related field (completed)
- Experience in B2B support, Customer Success, or relationship management within an educational technology environment (EdTech, SaaS, academic management software)
- Proven experience in end-to-end problem resolution
- Ability to abstract and identify root causes
- Ability to negotiate with multiple internal stakeholders without formal authority
- Operational knowledge of academic processes
- Strong written and verbal communication skills
- Autonomy to make decisions within own scope
- Experience with ticketing systems (Zendesk, Freshdesk, or similar)
- Experience with support metrics (SLA, CSAT, response time)
- Experience using Office 365
- Nice-to-have: experience with Zendesk, Jira, NetSuite, Suporte Center, conversational AI tools, support automation, ITIL Foundation certification, and support process improvement
Benefits:
- Health insurance
- Meal allowance (VA) or meal voucher (VR)
- Birthday day off
- Paternity leave
- Childcare assistance
- Work-from-home allowance
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